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Supervisor of External Collections & Billing Agencies Resume Example

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SUPERVISOR OF EXTERNAL COLLECTIONS & BILLING AGENCIES
Professional Summary

Senior Revenue Cycle Professional Collections Billing Customer Service Audit Legal Leadership Summary Experienced Medical Administration professional with proven success in the Healthcare industry. Skilled in Customer Relationship Management (CRM), billing and collections. In-depth revenue cycle knowledge and team development. Expert at identifying key drivers related to revenue trends and payment patterns. Experienced in leading growth and efficiencies through sound analysis as well as implementing industry specific policy and practices to drive collections and reduce bad debt and write-offs.

Skills
  • Billing, Collections, Customer Service
  • Manage billing team analysis process on all customer accounts
  • Collections and strategy planning, refer matters to agencies and counsel in litigation proceedings
  • Implement and maintain sound collection policies to reduce write-off risks
  • Develop business intelligence tools to identify risks, prioritize workload and create efficiencies with daily processes
  • Ensure all claims processed through New Jersey State reporting system and all errors are corrected
  • Personal handling of high exposure accounts (Litigation and/or bankruptcy protection)
  • Supervision of all agency collection activity for patient accounting department. Coordinate all procedural operations related to primary and secondary vendors, review and prepare accounts for write-off to bad debt, subsequent to exhaustion of all internal collection efforts
  • Monitor all agency productivity and prepare monthly performance reporting. Review and analyze internal contracts and invoices from vendors and agencies
  • Reconcile monthly placement of accounts to completion. Acknowledgement, adjustment, write off and close out report for all agencies.
  • Prepare bad debt summary reports for senior management. Function as liaison between technical support, internal managers and outside collection agencies
  • Supervise team with over 5,000 incoming calls monthly related to billing and collections and also support all call overflow from the primary customer service teams
  • Streamline, Microsoft Office Suite
  • Benefits, Policies
  • Business intelligence, Processes
  • CPT coding, Reporting
  • Delivery, Scheduling
  • Financial, Sound
  • ICD-9, Supervision
  • Leadership, Technical support
  • Audit/Legal
  • Manage scheduling and research for outside auditors and prepare information for all customer audits
  • Assist in preparing bad debt accounts for internal and external hospital audits.
  • Process all interrogatories, countersuits, and demand for documents and settlement offers
  • Attend all court proceedings on behalf of HMH with legal representative. Participate in depositions, mediations and testifying as needed
  • Responsible for signing off on all certifications to proceed with litigation on behalf of the hospital
  • Leadership
  • Recruit, train and manage diverse teams of collectors while maintaining 95% team retention
  • Ongoing professional development of teams through training, motivation, performance evaluation and goal setting
  • Direct point of contact and lead communication with attorneys and paralegals
  • Manage and drive regional performance goals by defining new opportunities and compliance initiatives
  • Accounting, Litigation
  • Agency, PeopleSoft
  • Billing, Process improvement
  • Contracts, Coding
  • Customer Service, Research
  • Senior management, Siemens
  • Goal setting, Strategy planning
  • Insurance, Supervisor
  • Legal
Work History
Supervisor of External Collections & Billing Agencies01/2005 to 01/2020
Hackensack Meridian Health – Hackensack, NJ
  • Proactive, hands-on patient financial services supervisor.
  • Responsible for all aspects of billing, collections, bad debt and customer service.
  • Continuous role of process improvement; identifying deficiencies in billing, collections and document delivery in order to improve efficiencies and reduce bad debt.
  • Established relationship with other departments to streamline procedures and facilitate all functions that impact the revenue cycle.
  • Manage relationships with all outside collection agencies.
  • Oversaw and optimized work of 5 direct customer service/collections team member performing high-quality work.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Maintained compliance with company policies, objectives and communication goals.
  • Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention.
  • Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
  • Measured team performance and reported metrics to leadership team members.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Worked with management team to implement proper division of responsibilities.
  • Proficient in analyzing patient access for incorrect registration errors, making the necessary correction in the EPIC system. Opening response tickets to reduce recurring errors, and increase revenue collections.
  • Proficient in error correction on the state reporting system, Public Consulting Group, handson with implementation process, knowledge of billing medical system codes ICD-9, CPT Coding,
Billing Supervisor01/2000 to 01/2005
Hackensack Meridian Health – Hackensack, NJ
  • Monitor the submission of all electronic and hard copy claims submitted to Medicare, Medicaid and all commercial insurance.
  • Coordinate the rebilling process for claim adjudication, including the tracking of all issues until account resolution.
  • Monitor monthly reporting to prevent In-patient/Out-patient overlap for Medicare.
  • Oversee resubmission process for all rejected claims.
  • Responsible for secondary payer billing process for commercial insurance.
  • Manage, educate and develop team of 8-10 billing clerks.
  • Coordinated with other internal departments and customers to keep operations running smoothly and solve both routine and complex problems.
  • Reviewed documentation for compliance with requirements and accuracy of information.
  • Developed and implemented improvements to billing system to maximize efficiency, reduce delinquency and increase accuracy.
  • Completed bi-weekly payroll for 12 employees.
  • Organized team meetings for 12 Billing Clerks every month coordinated availability of conference rooms for participants.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Billing Coordinator01/1998 to 01/2000
Hackensack Meridian Health – Hackensack, NJ
  • Monthly Medicare denial report analysis.
  • Registration and insurance verification checks to reduce claim denials.
  • Process all claims for Medicare patients.
  • Follow up on all accounts billed and reprocess when necessary for coding errors.
  • Follow up on accounts with secondary insurance to ensure correct billing and coordination of benefits.
  • Generated and submitted invoices UB04 based upon established accounts receivable schedules and terms.
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Answered telephone and in person inquiries with friendly demeanor and full knowledge of billing department processes.
  • Maintained detailed understanding of insurance plans and company requirements.
  • Completed appeals of denied claims on patient bills.
  • Referred past due payments to collections department.
Education
Master of Science: AdministrationFairleigh Dickinson University
Bachelor of Arts: Public AdministrationFairleigh Dickinson University- Hackensack, NJ
Associates (AA): Paralegal StudiesBerkeley CollegeMicrosoft Office Suite, PeopleSoft, Skype, WebEx, Siemens, Navinet, Rasi, Availity, HDX, CPT coding, ICD-9 and ICD-10, HIPPA and EPIC.
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Resume Overview

Companies Worked For:

  • Hackensack Meridian Health

School Attended

  • Fairleigh Dickinson University
  • Berkeley College

Job Titles Held:

  • Supervisor of External Collections & Billing Agencies
  • Billing Supervisor
  • Billing Coordinator

Degrees

  • Master of Science : Administration
    Bachelor of Arts : Public Administration
    Associates (AA) : Paralegal Studies

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